SAP Support Services (AMS)
A live SAP system does not keep office hours. AMS for us is not a ticket queue: it is standing next to the system with a named team, an SLA, and consultants who have closed a period before.
Who it is for
This is for finance and IT teams running ECC or S/4HANA in production who do not keep a 24/7 SAP bench in-house — or who want period-close and regulatory load shared. The difference shows up around Türkiye e-transformation calendars, IFRS closes and multi-company landscapes.
How AMS actually runs
- Discovery: module scope, priority processes, ticket volume and the close calendar.
- Service design: SLA tiers, channels, and a clear split between hypercare and steady state.
- Named team: FI/CO core, with MM/SD and ABAP coverage behind it.
- Run: incidents, changes, regulatory adaptation, and period-end surge cover.
- Improve: turn repeat tickets into a fix or a runbook so the same incident does not come back a third time.
What AMS covers
We deliver AMS as a continuous service under a contract and an SLA. It is not limited to fixing errors: system maintenance, small enhancements, regulatory changes and users’ day-to-day questions sit in the same agreement. The service has five work items, and the weight of each is set by your system and your close calendar.
- Support for critical systems: uninterrupted access to the support team when an incident stops the business, as defined in the contract.
- Maintenance and optimization: performance monitoring, HANA tuning and periodic system health checks.
- Continuous improvement: small enhancements and new business requirements built into the system.
- Regulatory updates: changes in e-invoice, e-ledger, inflation accounting and IFRS applied to the system.
- User support: answers to end-user questions, training and documentation.
Priority classes and the SLA model
Every request is placed in one of four priority classes according to its business impact, and the class decides how fast it is handled. The targets below are the general framework of the model. Exact response and resolution times are written into each contract and set around that client’s close calendar.
- P1, system down: the live system cannot be used; intervention starts immediately.
- P2, critical business impact: the system runs but a critical business process is blocked; the target is intervention within two hours.
- P3, standard request: routine support requests that do not stop the business, handled under the SLA in the contract.
- P4, low priority or improvement: non-urgent requests, scheduled and carried out as planned work.
Modules we support
The core of the support is six finance and management-control modules: FI (financial accounting), CO (cost and profitability), PS (project accounting), FM (budget management), TRM (treasury) and CM (cash management). A large share of finance postings start in purchasing and sales, so MM and SD support stands behind that core. ABAP and Fiori consultants take the requests that need development or a user interface.
From the field: AMS after go-live
Most large programmes continue under AMS after go-live. Today we serve most of our reference clients under AMS, and our client retention rate is 95%. We worked on the S/4HANA transformation of the five clients below and still support the same systems under AMS.
- Rönesans Holding: 200+ companies went live at the same time; AMS continues across all financial modules (FI, CO, FM, TRM, PS).
- Koç Sistem: AMS continues after a greenfield S/4HANA project for seven companies.
- Karaca: S/4HANA on RISE with SAP covering 40 companies and 100+ stores; AMS continues.
- TPAO: S/4HANA project and AMS; scope includes public budget management (FM), CO, PS and investment portfolio management (EPPM).
- Altay Otomotiv: went live on S/4HANA on 1 January 2025; AMS continues.
Case pages
Frequently asked questions
Is AMS the same as a project team?
No. A project finishes a transformation; AMS carries the live system. The same people may appear in both roles, but the contract, SLA and priority order are different.
Which SLAs do you typically propose?
Hour-scale response for critical finance (payments, invoices, close); business-day first response for the rest. We do not paste a template number — it is written around your close calendar.
Is Türkiye localization part of AMS?
Yes — e-invoice, e-ledger, e-despatch and the GİB calendar can sit inside AMS. Do not park them as a separate ‘localization project’; gazette dates do not wait.
Do you only cover FI?
Finance modules are the core. We work with MM, SD, PS, FM and ABAP; scope is explicit in the agreement.
How long does hypercare last?
Usually four to eight weeks after go-live. Handover into AMS is discussed after ticket volume and one calm close — not after a number of calendar pages.